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Account Manager : MSP / IT
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Job Title: Account Manager
Location: Hybrid / Newbury with Client travel typically twice per week
Salary: Competitive + Commission
Job Type: Full Time, Permanent
About The Role
Netteam tX is seeking a commercially focused Account Manager to retain and grow a portfolio of approximately 30 existing small and mid-sized clients.
You will own the commercial client relationship, develop a detailed understanding of each organisation, and identify opportunities to provide additional value through Netteam tX products and services. Your primary objectives will be to achieve an individual growth target from within the existing client portfolio, retain contract renewals, and maintain strong client satisfaction.
Responsibilities
Client Relationship Management
- Own the commercial relationship for a portfolio of approximately 30 existing clients.
- Build trusted relationships with business owners, senior decision-makers, and other key stakeholders.
- Develop a strong understanding of each client organisation, including priorities, challenges, budgets, and future plans.
- Maintain a structured schedule of client meetings, service reviews, and strategic planning sessions.
- Act as the principal commercial contact and point of coordination between clients and Netteam tX.
- Gather structured client feedback, coordinate appropriate actions, and maintain an accurate account plan for every assigned client.
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Existing Account Growth
- Achieve an individual target based on incremental business generated from the existing client portfolio.
- Identify cross-sell and upsell opportunities based on genuine client needs and business objectives.
- Build and maintain a qualified account-growth pipeline.
- Work with technical and commercial specialists to develop appropriate solutions and proposals.
- Lead commercial conversations relating to additional products, services, projects, and licensing.
- Maintain accurate forecasts and provide regular performance updates to the Commercial Director.
Renewals and Retention
- Take ownership of the commercial renewal process across the assigned portfolio.
- Maintain an accurate schedule of contract, service, and licensing renewal dates.
- Start renewal conversations early enough to understand client intentions, risks, and changing requirements.
- Coordinate internal input for renewal proposals and commercial reviews.
- Identify renewal risks and raise them promptly with the Commercial Director.
Strategic Client Engagement
- Lead quarterly strategic reviews, presenting evidence from Netteam systems, the external landscape, and the clients' aspirations to deliver strategic roadmap-led recommendations.
- Help clients connect technology decisions with wider business objectives.
- Discuss technology investments in terms of business value, cost, risk, and operational impact.
- Coordinate technical specialists when detailed advice, assessments, or solution designs are required.
- Maintain sufficient awareness of cloud services, cybersecurity, networking, modern workplace technology, artificial intelligence, and automation to recognise relevant opportunities.
- Translate technical recommendations into clear business and commercial language.
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Service Liaison and Escalation
- Act as the commercial liaison between clients and the Netteam tX service organisation.
- Review service performance and recurring issues during regular client meetings.
- Ensure client concerns are recorded and directed to the appropriate internal team.
- Escalate material service concerns to the Director of Service.
- Keep clients appropriately informed while service issues are being investigated or resolved.
CRM, Reporting, and Forecasting
- Maintain accurate client, opportunity, renewal, and activity records within the CRM system.
- Produce reliable forecasts against the individual existing-account growth target.
- Record agreed client actions
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